About the Team
The Vendor Operations team within the Merchant Experience organization is responsible for managing the day-to-day operations and performance of our offshore vendor partners. These vendors are critical to our success, delivering high-quality solutions across key process flows, strategic initiatives, and support functions. We ensure that all vendor work meets our rigorous quality standards and service level agreements (SLAs), enabling smooth, scalable, and reliable operations.
Our Vendor Support cohort is entering an exciting phase of growth and transformation. As we expand our scope to include oversight of all outsourced Merchant Support operations, we have a unique opportunity to reimagine and enhance the foundation of our support model. By combining proven systems with innovative thinking and operational excellence, we are building a more robust and scalable support experience from the ground up. We're seeking a leader who thrives in dynamic environments and is energized by the challenge of driving impactful, transformative change.
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About the Role
As a Project Supervisor for Vendor Support Operations, you will be on the front lines of our transition and transformation effort. You'll own the performance and accountability of vendor partners who handle merchant support interactions, ensuring they meet key metrics such as SLA compliance, QA, and operational throughput. You'll also lead the development and maintenance of our internal Knowledge Base, creating clarity and structure in a time of change.
This role isn't about inheriting a perfect system-it's about stepping into a legacy structure and making it better. You'll need grit, strong operational instincts, and the ability to bring order to ambiguity. You'll act as a strategic thought partner, identifying gaps, proposing solutions, and helping us rebuild and scale merchant support processes for the future.
You're excited about this opportunity because you will...
- Help lead the transition of merchant support operations into a new organizational home
- Assess inherited support workflows and recommend optimizations based on quality, efficiency, and scalability
- Act as the primary liaison with external vendors, ensuring alignment on expectations, priorities, and execution
- Drive performance through ownership of SLA tracking and feedback loops
- Lead the buildout and ongoing improvement of the internal Knowledge Base, enabling vendor agents to work more accurately and independently
- Identify process breakdowns and inefficiencies, and work cross-functionally to implement solutions
- Serve as a trusted partner to internal teams like CX, Product, Strategy & Ops, Operations, and Audit during this transitional period
- Help manage change across stakeholders and vendors, from documentation updates to rollout communications
- Own progress tracking, vendor accountability, and performance reporting during a critical time of operational change
We're excited about you because you have...
- 3-5 years of experience in support operations, contact center/vendor management, or process improvement
- Experience managing BPO vendors and driving accountability through metrics and structured feedback
- A strong operational mindset and the confidence to lead through complexity and change
- Experience building or maintaining Knowledge Bases and documentation processes at scale
- A data-driven approach, with proficiency in Google Sheets (including pivot tables, formulas, and data validation) or similar BI/reporting tools
- Excellent communication skills and the ability to build trust quickly with cross-functional and vendor partners
- A bias toward action and comfort operating in ambiguous, rapidly changing environments
- Strong prioritization and project management skills-you can juggle multiple initiatives without losing sight of the big picture
- Familiarity with CX or support platforms like Salesforce, or similar systems is a plus
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users-from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.